Partner Operations Manager (Broker Experience)

Every home Lhoopa helps deliver starts with a broker.

As our broker network continues to grow, so does the need for a more consistent and scalable support experience. Questions need to be answered quickly. Information should be easy to find. Common issues shouldn't always require human intervention, and our internal teams should know exactly how and when to step in.

That's where this role comes in.

This isn't a Sales role, and it isn't a traditional Customer Support role.

We're looking for someone who enjoys building operational systems that scale. Someone who can simplify complex processes, improve how support is delivered, and create a better experience for the brokers who partner with Lhoopa every day.

You'll have the opportunity to shape a function that's still being built. Rather than inheriting years of established processes, you'll help define how broker support evolves—from designing workflows and escalation paths to improving self-service, knowledge management, and the overall support experience. Working closely with Sales, Product, Operations, and Engineering, you'll turn broker feedback into better processes, better tools, and better ways of working as our network continues to grow.

What you'll do

• Design and continuously improve the broker support journey across phone, email, and the Lhoopa Broker App.
• Build and maintain workflows, SOPs, support policies, escalation matrices, and service standards.
• Lead, coach, and develop a team of four Broker Experience Agents.
• Monitor support performance, identify recurring issues, and recommend operational improvements.
• Work closely with Product and Engineering to improve support tools and the broker app experience.
• Translate broker feedback into process improvements and product recommendations.
• Build reporting that provides visibility into support performance, recurring issues, and opportunities for improvement.

You'll probably be a good fit if you...

• Have around 5–8 years of experience in Partner Operations, Customer Operations, Merchant Operations, Platform Operations, Service Operations, Customer Experience, or a similar operational role.
• Have at least 3 years of experience leading and developing teams.
• Have built or significantly improved operational processes, rather than simply managing an existing operation.
• Have experience creating SOPs, workflows, escalation frameworks, knowledge bases, or self-service support experiences.
• Enjoy solving operational problems and finding simpler, more scalable ways of working.
• Are comfortable using operational metrics and customer insights to identify trends and drive improvements.
• Have partnered closely with Product, Sales, Operations, or Technology teams to improve customer or partner experiences.
• Have experience using support or CRM platforms such as Zendesk, Freshdesk, Intercom, Salesforce, HubSpot, or similar tools.
• Communicate confidently in both English and Filipino.

What success looks like

Success isn't measured by how many support tickets your team closes.

It's measured by how much easier you've made it for brokers to do business with Lhoopa.

That means creating clear processes, empowering brokers to find answers through self-service, reducing unnecessary escalations, and building a support function that can scale alongside a growing broker network.